Call Center Manager Resume Example

Efficient manager proficient in implementing business plans and strategies. With a wide knowledge in meeting company’s goals and operation expectations. Concrete in making time table to reach service quotas. Reliable and dependable person. Oversees personnel’s duties and responsibilities taking into consideration the policies and procedures of the company.

•Interpersonal relationship expert.•Ability to retain business and client confidentiality.•Quick thinking ability.•Ability to execute business plans.

•Handled a team of call center agents directly.•Facilitated the agents’ activities to attain a good number of call center targets.•Directed the team leaders to achieve goals under the timetable.•Managed the operation of existing lists and programs.•Observed people’s link to the company.•Made a performance rating every quarter.•Developed new schemes and strategies to attain an excellent goal.•Maintained good customer relationship.•Measured every agent’s report in connection with the customer’s service satisfaction•Recommended supporting programs to improve the call center process.•Ensured good harmonious relationship within the office environment.•Encouraged agents to be more productive and creative.

Assistant Manager

•Supervised the activities of center professionals to detect the less productive ones.•Assisted the agents in resolving issues concerning services to customers.•Prepared weekly plan and activities for the daily operation of the center.•Designated team leaders to monitor random inbound calls to track individual’s performance.•Conducted regular meetings with agents and made a report to the manager.•Coached the agents to become more productive.